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Bộ 14 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

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Câu 1: Which characteristic of services makes it difficult for customers to evaluate quality before purchasing, leading firms to use tangible cues to provide 'physical evidence'?

Câu 2: In the Gaps Model of Service Quality, which gap represents the difference between customer expectations and management perceptions of those expectations?

Câu 3: Which dimension of SERVQUAL refers to the 'willingness to help customers and provide prompt service'?

Câu 4: hotel uses a 'Revenue Management' system to adjust prices based on demand fluctuations to address which specific service characteristic?

Câu 5: What term describes the 'level of service the customer hopes to receive', representing a blend of what can be and should be?

Câu 6: Which concept suggests that service employees should be treated as 'internal customers' to ensure high-quality delivery to external customers?

Câu 7: In a service blueprint, what is the line that separates activities performed by the service provider that are visible to the customer from those that are not?

Câu 8: The 'Service Recovery Paradox' occurs when:

Câu 9: Which type of service quality evaluation is based on 'how' the service is delivered to the customer (e.g., the employee's behavior)?

Câu 10: Qualities that a customer may find impossible to evaluate even after purchase and consumption (e.g., complex medical surgery) are called:

Câu 11: Which of the following is an example of 'Ambient Conditions' within a servicescape?

Câu 12: When a service provider experiences high turnover of front-line staff, which 'Gap' in the Gaps Model is most likely to widen?

Câu 13: Which relationship marketing bond is characterized by providing services that are tailored to the individual needs of the customer?

Câu 14: What is the primary goal of 'Boundary Spanning' roles in service organizations?

Câu 15: In the 'Zone of Tolerance', if the service level falls below the 'Adequate Service' level, the customer will likely:

Câu 16: Which strategy is most effective for a service firm to manage demand during peak periods when capacity is fixed?

Câu 17: What is 'Self-Service Technology' (SST)?

Câu 18: Which element of the extended 7Ps of Marketing involves the actual procedures, mechanisms, and flow of activities by which the service is delivered?

Câu 19: When a customer perceives the value of a service based on 'what I get for what I give', they are using which pricing perspective?

Câu 20: Why is 'Word-of-Mouth' (WOM) particularly critical in service marketing compared to goods marketing?

Câu 21: According to the Service-Dominant (S-D) Logic, value is:

Câu 22: Which 'Gap' arises when a firm's external promises (advertising) do not match the actual service delivered?

Câu 23: The 'Line of Interaction' in a service blueprint separates which two groups of activities?

Câu 24: customer who consistently uses a service provider due to 'switching costs' (e.g., time to learn a new system) is bound by which type of relationship bond?

Câu 25: Which of the following describes the 'Perishability' of services?